Onboarding and Training Specialist

Role Overview

Join MachShip as a Customer Onboarding and Training Specialist where your main responsibility is managing new customers’ journey from initial sign-up to full operational use. You will configure accounts, deliver impactful training, create comprehensive support materials, and ensure clients gain confidence using our freight management platform from day one.

About MachShip

MachShip provides a cloud-based freight management solution that simplifies complex logistics operations for businesses in Australia, the Philippines, and New Zealand. The Onboarding team ensures each new user receives a smooth and effective start.

Key Responsibilities

• Manage complete onboarding projects from sales handover to successful customer activation.
• Set up customer accounts, tailor workflows and integrations to fit their unique operations.
• Coordinate with customers and internal teams on timelines, success targets, and milestones, proactively identifying potential risks.
• Develop and implement training programs designed to empower users with the skills needed to operate independently quickly.
• Create and maintain educational materials such as user manuals, checklists, tutorial videos, FAQs, and knowledge base content, updating them continually as the product evolves.
• Operate a structured Help Desk function—triaging, tagging, progressing, and resolving customer requests within set timelines, escalating issues appropriately.
• Handle escalated customer concerns swiftly by collaborating with relevant departments.
• Guide customers through adoption, growth, and contract renewals post-onboarding.
• Collaborate closely with Product, Engineering, Support, and Customer Success teams to align on changes and feedback.
• Measure onboarding effectiveness and training completion, using data to refine processes continually.

Success Indicators

• Rapid, smooth customer achievement of operational capability.
• Decreasing monthly support queries per customer as training and documentation improve.
• High customer satisfaction (CSAT) and Net Promoter Scores (NPS) with reduced churn rates among onboarded clients.
• Established repeatable and scalable onboarding procedures for diverse customer segments (Enterprise and Broker).

Essential Qualifications & Experience

• Proven background in onboarding, implementation, customer success, project management or technical training, preferably within SaaS, freight, or tech sectors.
• Demonstrated ability to lead end-to-end go-live processes, including configurations and integrations.
• Experienced in delivering client training and producing supporting documentation.
• Strong capability to articulate complex technical topics clearly and confidently.
• Problem-solving attitude that seeks solutions proactively instead of defaulting to escalations.
• Excellent attention to detail and strong communication skills.
• Consistent track record of seeing projects through to completion.

Desirable Skills

• Familiarity with logistics, freight, supply chain, or B2B operational systems.
• Comfortable using helpdesk tools (such as Zoho Desk), CRM or customer success platforms, along with Microsoft Office and Teams.
• Experience onboarding enterprise clients or managing complex operational workflows.

Engagement Details

If you enjoy taking ownership of the entire customer experience from first contact through to live usage and pride yourself on enabling customers to become confident, independent users of MachShip, this role is for you.